Job description

Herff Jones-Customer Service Representative-Warwick, RI

Your Opportunity:
Herff Jones is looking for a Customer Service Representative to join our team in our Warranty and Repair Department in Warwick, Rhode Island.

Position Summary:
Primary responsibilities of a Warranty Customer Service Representative are the receipt and resolution of customer and sales inquiries for repairs and warranty covered products. This position is responsible for calculating costs, communicating with customers, providing estimates/release forms, collecting payment and processing non-warranty adjustments within the stated policies and procedures of the price books and warranty instructions. This role will be responsible for collecting accurate data and updating appropriate systems, databases, and spreadsheets. CSR will have a good understanding of jewelry manufacturing, the high school, military, commercial accounts and college price books with particular emphasis on warranty procedures and policies.

Core Activities:
Customer/Sales Inquiries:

• Assist customers by reviewing options, providing information, and general direction to resolve issues.​
• Receive and organize inquiries from the sales representatives, end customers, and colleagues.
• Informs the customers of the ring’s warranty status and approximate time the adjustment will take.
• Completes all customer facing actions as per department service level agreements.

Repair Processing:

• Determine if the rings are repairable and communicates appropriately.
• Provides estimate and/or appropriate forms to the customer for payment and/or release.
• Stores the customer’s ring in a secure area awaiting disposition.
• Process payment with the Accounting Department if necessary.
• Key/code in all necessary repairs into database and prepare hard copy production forms.
• Follow up with customers for un-responded communications, undecided repair resolutions, and any property returns.
• Tracks incoming and outgoing shipments via phone/internet.
• Assist in occasional department projects and process updates.
• Backfill and support colleagues during vacations, transitions, and seasonal volume increases.
• Work closely with department leads to research complicated scenarios or unusual circumstances that require additional attention.
• Performs all other duties as assigned.

Expectations within first 90 days in the role:
First 30 days: Complete all onboarding and training courses. Ensure fundamental understanding of the position and department business processes.

First 60 days: Handle email correspondence and phone inquiries, open boxes, and code/key orders daily.

First 90 days: Cross train on all other warranty functions, including Remakes and Lost Ring Program.

Minimum Qualifications:

• College degree preferable or comparable work-related experience.
• Ability to follow through with strict paperwork requirements.
• Ability to communicate well with factory management, sales management, sales force and customers.
• Ability to research and correct problems from receipt to shipment from the plant.
• Must be able to communicate via multiple channels including telephone operating and chase management systems.
• Must be able to work under stressful time commitments, especially during the busy pre-Christmas and championship seasons.
• Knowledge of Microsoft Office programs and ERP systems.
• Must be able to sit for long periods of time.

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000+ employees and independent representatives, we are proud to partner with schools, colleges and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.

Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth.

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES

Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements and Greek accessories as well as motivation and recognition programs. Since 1920, our team has worked alongside students, faculty and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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